EN4HOSTS - Tourist services at lobby level


The hotel service represents for tourists an experience determined by the quality / price ratio, the atmosphere and the staff. The expectation - experience gap has to go down to zero to get the customer's enthusiasm. Although the tourist product is defined mainly by intangible elements, there are elements of "materialization" in the process of providing tourist services - and implicitly hotels:

- the ambiance (environment), for example the client's contact with hotel services (hotel lobby, accommodation, restaurant, swimming pool) and the impression that these spaces create for the potential client;

- the material elements necessary to achieve the performance: hotel architecture, style and quality of furniture, quantity and quality of equipment and installations, quality of informative and advertising materials, etc .;

- elements that distinguish staff in direct contact with the customer: clothing, uniform, badge, physical appearance, etc.


In this webquest we will learn about: 

General rules for welcoming the client at the front-office 

The polite greeting formula recommended 

Carrying customers' luggage 

Running errands for hotel guests


Your task for this webquest is to find out exactly how different categories of clients are met at the entrance to the accommodation, how to inform the customer about the facilities offered by the hotel, about the services it offers, and how to make various bookings for customers in the hotel.

You and your group (four students total) will become "experts" in providing services at lobby level, being able to later provide an unforgettable experience to tourists.

Finally, you will illustrate the general steps to be taken at the level of the lobby to meet the expectations of tourists to the highest level, by developing a project on "Organizing the activities at lobby level, at the hotel ...".


Follow the steps below for the first process in your project.

1.In groups of four, you will work together to learn about How is the client met when arriving at the hotel? by using the link and filling out the worksheet below.

General rules for welcoming guests upon arrival at the hotel:



Receiving guests in the hotel. Greetings. Politeness formula (workheet):



2. Each group will continue to seek information about carrying the customers' luggage, escorting them in the room and running some errands for hotel guests (various bookings and courier services - commissioning) by accessing the links and completing the worksheet:

Informing the tourist and making various bookings

https: //www.cntraveler.com/stories/2014-07 ... / 10 basic-things-to-must-offer hotel-gues ...

Carrying the customers' luggage and commissioning for hotel customers (worksheet):



Now that you have completed all the components of process one, proceed to process two!

Great work! You are now at the last part of your project!!


You will create a word project onthe topic "Organization of lobby activities at the hotel ... ...", according to the following structure:

1. Argument

2. Short presentation of the hotel

3. Organization and facilities of lobby

4. Staff categories operating at the lobby level

5. Presentation of the additional services provided at lobby level

6. Observations and conclusions




Quality indicators






  1. Design of the presentation






  1. Accuracy of the information






  1. Originality of the presentation






  1. Diversity of the services carried out at lobby level








Do not forget!

The activities carried out within a unit of accommodation constitute an important part of the tourist product. As a result, it is mandatory to provide high quality services at all levels with well-trained staff on all the functions of the working group. In this sense, the quality of the equipment and the overall appearance of the unit will also be the parameters of economic efficiency, together with the quality of services, representing the prestige of the unit, leading to the increase of the number of tourists accommodated in the unit.


This webquest was created by a team of teachers, within the co-funded Erasmus plus KA2  partnership “English for hospitality” (EN4HOSTS), project number: 2017-1-RO01-KA201-037159, KA2 - Cooperation for Innovation and the Exchange of Good Practices ,KA201 - Strategic Partnerships for school education


The European Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsi­ble for any use which may be made of the information contained therein.